When it comes to automobile no-fault and workers’ compensation claims, technology and automation can improve efficiency in a variety of ways. Automation can help adjusters and examiners do their work a bit faster, for instance. However, insurance companies should not rely too heavily on automating claims adjudication. Instead, ensuring that human interaction is a significant part of each claim goes a long way toward improving the experience that your claimants have with your company.
Keeping claimants at the center of each claim is key to ensuring human interaction happens within your claims process. When a claimant is injured, they may be feeling overwhelmed. Depending on the nature of their injuries, they may be feeling fear as well. In addition, they are not used to navigating what goes on within the claims process which could lead to frustration.
Ensuring that your claimants are able to speak to an adjuster or examiner on the phone is an excellent idea. Speaking with someone directly can help reassure your claimants that you are there for them and will help them through the entire claims process. They feel cared for, and they feel that they matter.
In contrast, automated phone systems may prevent claimants from speaking with someone when they need help and can create a negative experience overall. Removing barriers to human interaction can significantly improve claimant experience and therefore claimant satisfaction levels with your company.
Your company may want to maintain a customer care line in place so claimants can call at any point during their claim. It’s not uncommon for claimants to have questions about the claim and providing a customer care line means they can get help even if their adjuster or examiner is busy or unable to return their call immediately.
Another opportunity to include human interaction within the claims process is to reach out to claimants right after a claim is filed. This proactive communication lets claimants feel that they are being heard and that they are not alone in figuring out how to navigate their claim.
Northwood is an experienced durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service provider that regularly incorporates human interaction within each claim. With more than 30 years of industry experience, Northwood understands the importance of caring for claimants. This benefits claimants which ultimately benefits your insurance company due to higher claimant satisfaction levels that lead to increased retention rates.
Please call Rosanne Brugnoni at 586-755-3830 ext. 3771 to learn more about improving claimant experiences with human interaction.